The other day, I went to pick up a grocery order, only to discover, after a lengthy 30-minute drive home, that I had received the wrong bag. Frustrated, I called the store to arrange a pickup for my missing items. Upon returning, I encountered a series of mishaps from the staff. I won’t bore you with the details, but after nearly two hours of back and forth, I was feeling quite irritated. With my wife being high-risk since her hospital stay in November, I was uneasy about going into the store. I had missed dinner, and when the employee finally brought out my groceries, I was on the verge of losing my cool.
But then I caught myself. I noticed the young worker, probably in their late twenties, wearing a KN95 mask, doing their best to navigate this chaotic situation amid a pandemic. Yes, there were errors with my order, likely stemming from a simple mistake. But there were more significant issues at play.
Before college, I worked in various customer service roles, including a major hardware store and as a waiter for five years. Let me tell you, long before the pandemic, I witnessed some outrageous behavior from customers. In my time in customer service, I often found myself on the receiving end of anger for human errors, despite my sincere apologies and the manager’s best efforts to remedy the situation. I watched as dedicated employees retreated to back rooms in tears because someone felt wronged and chose to lash out at them. It was never pretty, and in almost a decade in customer service, I can’t recall a single instance where losing one’s temper was justified or where an issue couldn’t have been resolved through a calm conversation.
Now, with the added stress of a pandemic, the videos circulating online of customers berating frontline workers are nothing short of disgraceful. It’s never appropriate to yell at someone working in customer service, and the pandemic has amplified the inappropriateness of such behavior.
Returning to my grocery order situation, yes, I was frustrated. I was growing increasingly angry sitting in my car, waiting for the food I had already paid for, missing dinner with my family. Yet, with a moment of reflection and a dose of compassion, I took a breath—maybe even two.
I realized that getting upset at someone working in direct contact with the public during a pandemic wouldn’t improve my situation. What the world needs right now is more grace, understanding, and far fewer angry customers. People are risking their lives to provide us with essential items like groceries, hardware, and gas. Their sacrifices far outweigh my minor inconveniences.
As the kind employee handed me my corrected bag of groceries, I genuinely thanked her for her efforts and for the work she does each day. She smiled back, and I drove home to finally heat up my dinner.
It can be that simple. We can all take a moment to breathe, to see the broader context of the challenges these workers face, and to manage our frustrations. It’s not just the right thing to do; it’s a sign of maturity, especially considering the immense pressure these individuals endure daily. Empathy is something we all possess, and it’s time we put it into practice.
If you’re interested in related topics, check out one of our other blog posts here. Additionally, for more in-depth information, this link is a great authority on this subject. You can also find valuable resources at this site.
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In summary, it’s essential to remember the humanity behind the masks and uniforms of frontline workers. They are doing their best in challenging circumstances, and a little kindness can go a long way.